Complaints

COMPLAINTS PROCEDURE

Linenhall Medical Practice

Complaints Policy

If you have a complaint or are concerned about treatment you have received from the Doctors or any of the staff working in this Practice, please let us know. We operate a complaints procedure which is in accordance with the Complaints in the HSC: Standards and Guidelines for Resolution and Learning (April 2009).

Our aim is to resolve any complaint quickly and you are invited initially to bring any matter of concern to the attention of the Administrative or Clinical staff with whom you have been dealing. However, if you still feel dissatisfied after this approach, you may initiate a formal complaint in writing.

All formal complaints should be in writing. Please provide as much information as possible along with contact details, such as your name, telephone number and postal address. We will handle any personal data you provide in accordance with the Data Protection Act 1998

Who can complain

•      Complainants may be current or former patients, or their nominated or elected representatives (who have been given consent to act on the patients behalf).
•      Patients over the age of 16 whose mental capacity is unimpaired should normally complain themselves or authorise someone to bring a complaint on their behalf.
•       Children under the age of 16 can also make their own complaint, if they’re able to do so.

If a patient lacks capacity to make decisions, their representative must be able to demonstrate sufficient interest in the patient’s welfare and be an appropriate person to act on their behalf. This could be a partner, relative or someone appointed under the Mental Capacity Act 2005 with lasting power of attorney.

Appropriate person

In certain circumstances, we need to check that a representative is the appropriate person to make a complaint.

•       For example, if the complaint involves a child, we must satisfy ourselves that there are reasonable grounds for the representative to complain, rather than the child concerned.
•       If the patient is a child or a patient who lacks capacity, we must also be satisfied that the representative is acting in the patient’s best interests.

If we are not satisfied that the representative is an appropriate person we will not consider the complaint, and will give the representative the reasons for our decision in writing.

You may complain:

-in writing, addressing your complaint to Mrs R Timpany, Assistant Practice Manger and Complaints Officer. Linenhall Medical Practice, LCCC, 39 Hillsoborough Road, Lisburn, BT28 1JP

-by telephone 

-by email

-in person.

You should make your complaint as soon as possible after the event . We can consider complains made within 6 months of the event and occasionally up to 12 months

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. A Letter of Authority signed by the person concerned will be required, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form must then be completed; this can be requested from Reception. Once this Form is completed we can then proceed with the complaint..

Procedure

We have a two stage complaints procedure. We will always try to deal with your complaint quickly however if it is clear that the matter will need a detailed investigation, we will notify you and then keep you updated on our progress.

Stage one – Early, local resolution

•        We will try to resolve your complaint within five working days if possible.
•       If you are dissatisfied with our response, you can ask us to escalate your complaint to Stage Two.

Stage Two – Investigation

•      We will look at your complaint at this stage if you are dissatisfied with our response at Stage One.
•      We also escalate some complaints straight to this stage, if it is clear that they are complex or need detailed investigation.
•      We will acknowledge your complaint within 3 working days and we will give you our decision as soon as possible. This will be no more that 20 working days unless there is clearly a good reason for needing more time to respond.

In all cases the Practice will:

• treat your complaint in a confidential manner
• carry out a thorough investigation
• apologise if we have made a mistake or if a problem has been caused by us
• let you know what we have done to put things right where applicable
• We share letters of complaint with the Health Board. Please let us know if you are not happy for us to share both the letter of complaint and response with the Board.

We hope that, if you have a problem, you will make use of our Practice-based complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If despite this you are dissatisfied with the result of our investigation or you do not feel comfortable speaking to any of our Practice staff, you may seek advice from the:

Complaints Office
Strategic Planning and Performance Group
Department of Health
12-22 Linenhall Street
Belfast BT2 8BS

Switchboard Tel No: 0300 555 0115
Complaints Hotline No: 028 9536 3893
Email: complaints.sppg@hscni.net

Complaints about Trust staff, Community Services or the building

Certain professionals such as the Treatment Room nurses, district nurses and health visitors are contracted by South Eastern Health and Social Care Trust and they are responsible for dealing with any complaints relating to these employees.
The building is owned and maintained by the South Eastern Health and Social Care Trust.

Any complaints about Trust staff, Community Services or the building should be addressed to:

The Complaints Patient Liaison Department
Health and Care Centre
39 Regent Street
Newtownards
BT23 4AD

Tel: 028 9056 1427
email: complaints@setrust.hscni.net

Our complaints procedure is not a substitute for your right to complain to the Northern Ireland Public Services Ombudsman's Office.You should note, however, that the Northern Ireland Public Services Ombudsman will generally expect you to have used all the steps of the Practice’s internal Complaints Procedure before accepting your complaint. You must contact the Ombudsman no later than 12 months after the event you are complaining about.

Details of the Northern Ireland Public Services Ombudsman's procedures can be found on the NIPSO Website

In compliance with the standards and guidelines in the  HSC Complaints Procedure which came into effect on the 1st April 2009 we are required to inform you that anonymised copies of written complaints and their responses will be forwarded to the HSCB for monitoring purposes.

GPs are also entitled to complain about a patient if they feel that the patient is being unreasonable or their conduct is causing particular difficulties for the practice. If you are the subject of a complaint we hope however that any concern or misunderstanding can be sorted out by you talking with the GP or member of staff concerned.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.